Job Title: Project Manager – Call Center Systems
Duration: 6+ Months (High Possibility of Extension)
Location: Toronto, ON (Hybrid – 2 days per week onsite, M5G 3C2)

Position Overview
We are seeking an experienced Project Manager (PM) with a strong background in call center technology implementations to lead strategic initiatives within a large enterprise contact center environment. The ideal candidate will have hands-on experience managing projects related to Virtual Connect or similar call center platforms, with a proven ability to deliver complex, multi-stakeholder projects on time, within budget, and to defined business outcomes.

This role will oversee end-to-end project delivery, coordinating cross-functional business and technology teams to ensure seamless execution and adoption of contact center solutions that enhance customer and employee experiences.

Key Responsibilities
Project Leadership & Delivery

• Lead projects from initiation through implementation, ensuring successful delivery of business outcomes aligned with scope, schedule, budget, and quality standards.
• Develop and manage detailed project plans, resource allocations, and financial tracking to support effective execution.
• Establish project governance, communication, and reporting structures to ensure alignment and transparency.
• Proactively identify, assess, and mitigate risks, dependencies, and issues impacting project objectives.

Stakeholder & Communication Management

• Serve as the main point of contact between business units, technology teams, vendors, and external partners.
• Facilitate stakeholder engagement, ensuring expectations, requirements, and decisions are well managed.
• Deliver timely project updates, executive summaries, and performance reports to senior leadership.

Technical & Business Integration

• Collaborate with call center operations, IT, and infrastructure teams to deliver new technologies, process enhancements, and system upgrades.
• Manage vendor relationships and ensure deliverables meet agreed-upon service levels and quality standards.
• Leverage expertise with Virtual Connect, Amazon Connect, Genesys Cloud, Avaya, or similar systems to ensure optimal solution design and implementation success.

Qualifications & Experience
Required:

• 7+ years of experience as a Project Manager, preferably within call center or customer experience technology environments.
• Proven success leading projects involving call center platforms, IVR, telephony, CRM integrations, workforce management, or digital engagement tools.
• Strong understanding of project management methodologies (Waterfall, Agile, Hybrid) and proficiency with tools such as MS Project, JIRA, or Smartsheet.
• Excellent communication, stakeholder management, and leadership skills, with the ability to navigate complex enterprise settings.

Preferred:

• Prior experience with Virtual Connect or other major contact center systems.
• PMP, PRINCE2, or Agile/Scrum certification.
• Experience working within large enterprises or regulated industries.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 68.96/hr.